Customer Success Manager (M/F/NB)

‍ Who we are ?

Have you ever booked a hotel online? Then you’ve probably used D-EDGE without knowing it.

Mission : Every day, we help more than 18,000 hotels worldwide to develop their online visibility and sales through leading-edge cloud-based e-commerce solutions.As a subsidiary of the Accor group, D-EDGE simplifies the life of independent hotels and hotel chains alike.

Figures : D-EDGE Is the European No1 and World No3 hotel distribution technology provider in hospitality. With a team of more than 500 experts located in over 20 countries, D-EDGE provides localized support, services, and tools. With its global network of 500+ partners, D-EDGE’s ever-expanding ecosystem is a positive place to do business and grow.

Culture : At D-EDGE we are driven by these 4 key values:
- We care about people #PEOPLE FIRST
- We dare to share #OPEN COMMUNICATION
- We embrace change #ADAPTABILITY
- We go the extra mile #GO BEYOND

Explore our Culture Book today and see if D-EDGE is the right fit for your career aspirations!

‍‍ About the team

Among the solutions offered by D-EDGE, the CRM platform holds a key position. This SaaS solution, supported by a team of around thirty people based in Paris (Sales, Marketing, and Customer Success) and Toulouse (Development), is designed to enhance the guest experience across hotels, holiday resorts, campsites, and serviced apartments.

This solution streamlines centralized and efficient guest data management while addressing the growing need for personalization throughout the guest journey. At the same time, it boosts the sales of ancillary services — an increasingly strategic priority in a highly competitive industry.

Missions

We’re looking for a Customer Success Manager to join our Paris team and take ownership of a portfolio of French and English-speaking clients (approximately 150 to 200 hospitality accounts). Your role will be crucial in driving client satisfaction, retention, and long-term success with D-EDGE CRM.

Your goal: ensure every client gets maximum value from our solution and build long-lasting relationships.

⦁ Manage and grow a portfolio of hotel clients (excluding campsites), ranging from independent properties to hotel groups.

⦁ Serve as the main point of contact, understanding your clients’ needs and helping them reach their goals.

⦁ Monitor usage and performance, identifying opportunities for improvement and upsell.

⦁ Train and guide clients on best practices, new features, and strategies for getting the most from D-EDGE CRM.

⦁ Coordinate with our Product, Support, and Onboarding teams to deliver a seamless client experience.

⦁ Contribute to internal projects that enhance team efficiency and client outcomes.

❤️ What We’re Looking For:

⦁ Fluency in French and English is essential (spoken and written).

⦁ A client-first mindset with strong interpersonal and communication skills.

⦁ Highly organized with the ability to manage a high volume of clients and tasks.

⦁ Comfortable with technology and excited about SaaS and hospitality innovation.

⦁ Previous experience in a Customer Success, Account Management, or client-facing role is a plus — but motivation, curiosity, and a willingness to learn matter just as much.

What We Offer:

⦁ A thorough one-month onboarding program, including a dedicated buddy to help you get up to speed.

⦁ A friendly, supportive environment in our centrally located Paris office.

⦁ Flexible remote policy (2–3 days per week).

⦁ Position available immediately.

⦁ Perks include: meal vouchers (Swile), health insurance (Axa), public transport pass, and opportunities to grow within a fast-scaling company.

Recruitment Process

1. Intro call with the talent acquisition manager (~30 minutes)

2. Interview with Team (3 persons) (~45 minutes)

3. Case study to showcase your problem-solving and client-handling skills (~45 minutes)

4. Team fit with 1 or 2 key people from other teams (sales, …) (~15 minutes)